- Browse Businesses
- Guides
- Consumer Tips
- Write a Review
- For Business
- Request a Review
- Backed by the National Science Foundation
- Sign up
- Log in
Spartoo UK has a rating of 1.57 stars from 45 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Spartoo UK most frequently mention customer service problems. Spartoo UK ranks 653rd among Shoes sites.
This company does not typically respond to reviews
Bought a pair of German slippers. Westland (Romiko) brand name. Great quality, replacing my last pair I bought about 20 years ago. Good construction, shaped sole make these very comfortable. Unbelievably fast shipping: I live in the US (Los Angeles) and ordered those on Friday evening. DLH tracking number was issued on Monday morning, and I received the package, delivered from France, on Wednesday... not bad for free delivery!
The worst company ever i bought a new balance from their store. It was damaged within 5 months of the purchase eventhough i never trained while wearing it and they didn't accept to return the shoes! I don't suggest this store to anyone!
I just received my order. Shocking! UPS charged me £ 45 because is shipped from France I didn't know that however the extra delivery charge should be applied on total of the order not on website or any other paragraph. 1000 of orders coming from abroad no one duble charge on shipping clothes shoes or small things. I ordered just shoes from this UK site. So on my order said delivery ups 4.98 and then on delivery the Ups guy asked £ 45 PAID and if you need return other £ 45. Crazy Everyone have this problem have to report this site.Ombudsman Google or wherever. NEVER AGAIN.
The worst company ever i bought a new balance from their store. It was damaged within 5 months of the purchase eventhough i never trained while wearing it and they didn't accept to return the shoes!
I don't suggest this store to anyone!
This company declines a credit card, then bills it later. When you ask for a refund they will state "we have no record of your order per our IT team and ‘higher ups'" So what happens is you are caught in a loop of "we can't find your order, so you can't get a refund" even after you've provided bank details. No one ever answers the phone, and they only communicate via email. STAY AWAY!
I bought 5 t-shirts. Calvin Klein, Pepe Jeans, Timberland, Boss, and Tommy Hilfiger. I ordered all the same size. And none of them fit. They were all made different shapes, and sizes. I will NEVER order from this company AGAIN. They need investigating.
Tip for consumers:
Don't bother yourselves
Products used:
T-shirts
Ordered a versace jacket and am now worried the wrong thing will come or it won't turn up due to so many bad reviews
Return from the US will cost literally $$$ especially for shoes. Due to false description on their website (it said -- buy one size smaller!) I was confident in my purchase. And then I received shoes that are too small on me (I actually still bought my usual size but I like to go size up in boots) and now they refuse to pay for return shipping even though it's their fault. They told me I should only buy if I know the brand and sizing beforehand. Then who's the size recommendation for? I wonder if the same problem will be if the items are merely defective. Their customer service will be completely indifferent to your problems. Return shipping to France is so costly it's not worth returning. I will stay away from this store from now on.
Tip for consumers:
Don't buy if you're far from France -- return shipping is too costly.
Products used:
None. I end up with shoes too small on me.
You don't get what you buy. The shoe that I received was totally different in respect of both colour and quality from the shoe that I saw on the picture (See the attached pictures). I doubt it was original Dockers. Apparently, their business model is based on the fact that 70% of people don't return and simply keep the inferior shoes. And, when you return the shoe you won't get refunded in full.
Dreadful company. Avoid at all costs unless you want to be ripped off. Ask you to upload pictures of bank cards and then cancel your order then don't refund then lose your bank details then refund the wrong amount. I could go on...
Nice range of products. Found what I was looking for, hoping it will arrive quickly. The registration form was a nuisance, not sure what the sponsor details was for, but the form kept being rejected for some reason.
Hi I ordered shoes for the first time in the last few weeks. I will never ever order from this shambolic company again. I received the wrong colour, wrong size and complete wrong brand from what I ordered. I am finally getting a refund but the cost of posting back their mistake has come out of my own pocket. I am not out of pocket to Spartoo with not even a pair if laces to show for it. Do not order from Spartoo.
Hi Orla,
I'm so sorry to hear you received the wrong product. Obviously, this should not have happened. I assume you are a customer in the USA, as it is unfortunately one of the only countries we ship to which does not include free returns at this time. However, I have brought your complaint to the attention of my superiors, and as this was our mistake, we would like to compensate you. I ask that you please contact me directly via email (april@spartoo.com) with your full name and order number so that we may find your order. We will then be in touch in order to rectify this situation for you as soon as possible.
I do apologise once again for the inconvenience, and I sincerely hope to hear from you soon.
Sincerely,
April Buchanan
april@spartoo.com
E-marketing manager Spartoo UK
This website charges you even upon delivery for no reason. This is especially true when you are ordering abroad. I have been charged with 45 USD when I wanted to receive the item
Just received my Naf Naf coat, it's not authentic. I have identical one, bought few years ago in Paris, so I could compare, the fabric and the quality very poor. Seller offered a refund but shipment I should pay myself...
Hi Nelli,
I'm so sorry to hear the coat was not the quality you were expecting from Naf Naf. I can assure you that all Spartoo products are licensed and authentic from the brand itself. However if you ordered from a partner of Spartoo, (a "partner product" on our website), and you feel it is a fake, we must take action against the retailer. If this is the case, I invite you to contact me directly so that we may have your order details and know which retail partner it is so that we may verify the authenticity of their products.
If the coat was indeed a Spartoo product, I would suggest that unfortunately the quality of the brand has gone down; have you checked any fashion forums to see if other Naf Naf customers have had a similar issue?
We do offer free delivery all over mainland Europe and UK for Spartoo products. However, if you are a customer in the USA, we are not able to offer free returns at this time. I do apologize for the inconvenience, as I do realize the paid return may cost more than the refund for the item. We are currently working on finding a solution for this issue.
I apologize once again for the hassle, and I hope to hear from you soon so that we may rectify this situation as best we can.
Sincerely,
April Buchanan
E-marketing Manager Spartoo UK
april@spartoo.com
Ordered from spartoo 2 weeks ago expecting delivery in 5 working days and not arrived. Customer service replied once then stopped. Also tracking information shows invalid. Not a professional company. I paid through PayPal so I have opened a dispute now.
Hi Dania,
I am very sorry to hear about the inconvenience you have experienced. Did you place your order from Spartoo UK (delivery to UK only) or Spartoo.net (Delivery to USA)? Our Customer service is on duty every weekday, and are happy to reply to your calls and emails during the business day (French time 9-5). It is not normal that your tracking is not working, if you ordered the shoes directly through Spartoo. Therefore, I urge you to contact us once again at Adriana@spartoo.co.uk with your order number so that we may rectify the situation for you as soon as possible. If you prefer to call, the UK number is: 02033182709. The US number is: 1-646-893-0173. If the order was not shipped for some reason, you will of course be refunded. But if your order is going to the US (ordered from Spartoo.net), then there is a delay for the shipping as our warehouse is based in France, and your order would not arrive in 5 days. I cannot know if this is the case without your order number, unfortunately. I assure you Spartoo are a very Professional company, a leader in online shoe sales in Europe for ten years now. I do apologise once again for the inconvenience caused, and we look forward to hearing from you very soon so that we may pinpoint the issue and resolve it.
Sincerely,
April Buchanan
Customer Service Manager
Spartoo sent me two different finishes of the same style boot. Won't answer any emails or answer the phone. I keep getting a robot email from Adrianna giving me an email number that won't work. I've paid for boots but can't wear them. Thanks Spartoo. I'm not even sure they're a legit site... Mad as...
They claim on their website that you can "cancel" or "modify" an order as long as it is not shipped and in preperation. However there is NO button or way to do so. You contact customer service and they never return your emails. They mail the wrong merchandise. It is just plain awful.
Hi Leiann,
I do apologize for the hassle you've had canceling your order, and getting in touch with our customer service. I can assure you we are here to answer our customers' emails and calls, but as the US is a new market for us (we are based in France), and we are still ironing out some issues; as a result the customer service is backed up with emails. I realize this is no excuse, and I understand your frustration. Did you receive a wrong item? Or were you able to cancel your order? Again, I can only apologize, as we are in the process of improving our service to the US. If you are waiting for a refund or cancellation, please don't hesiate to call us directly between 9am and 5pm Paris time (which is 6 hours ahead of EST) and mention this message.
In the meantime, I will put your message as a priority for the customer service to contact you and see what is happening with your order. Again, I am sorry to hear about this unpleasant experience. We look forward to hearding from you very soon so that we may rectify this matter in some way to your benefit.
Kind regards,
April Buchanan
E-Marketing Manager Spartoo UK
I've been shopping on this website for more than a year. It's a French company and although they don't have a local office, they offer excellent service. They carry hundreds of shoe brands and offer a huge variety of shoes. Their store policy is pretty classic - free returns up to 30 days for an exchange or refund, free deliveries, etc. However, their customer service is simply fantastic! They reply quickly to all their messages, and do a decent job of resolving problems. To top if off - they always ask if you were satisfied with the customer service representative. All in all, a good shopping experience - and they use trusted secure payment methods such as 3DSecure.
I can't tell you how hard I tried to buy a pair of shoes from Spartoo. The account set up doesn't work properly. Customer service gives bad advice. Shoe size says in stock, when added to cart defaults to another size entirely (be careful! Easy to miss). Customer service gives bad fix. Try again. "Customer service not able to respond at this time." Try a different shoe. Promo codes don't work. Price changes 3 different times between putting it into cart and trying to enter billing info. At this point read other reviews and decided the slight discount was not worth the trouble. Just don't do it.
Hi Vicki,
I am so sorry to hear about all the difficulties you had ordering with us. I wonder if you are ordering from the US? Our website functions well all over Europe, but the United States is a new market for us, and we are admittedly having some issues that we are currently working hard to fix. Can you tell me what went wrong with the account set up exactly? And which promo code you were trying to use?
We would be happy to help you place your order and get you the discount you wanted. I would suggest contacting our customer service, but I understand you have also had difficulty getting in touch with them. If you would be so kind as to write me personally and tell me what happened with the customer service, it would be a big help to us in solving these issues. We would especially like to rectify this situation for you in some way so that you may give us another chance.
Please don't hesitate to get in touch with me at: april@spartoo.com
I look forward to hearing from you soon so that we may try to make good on your bad experience.
Sincerely,
April Buchanan
E-marketing manager Spartoo UK
They asked me to create a profile and purchase a product, on the promise that they would price match and refund the difference after the order was placed. I spent 30mins doing so and placed the order.
Two hours later, I received an email from a 'customer service rep' who said that they were sorry but couldn't actually match the price, even though I'd sent a photo of the designer's website showing that the shoes were on sale there! They then offered a lower coupon, which still meant that the shoes were 25% higher than the price we'd originally agreed.
When I called to immediately cancel the order upon receiving the email, they said that they'd already sent the shoes! When I questioned how they could have done so this quickly and without checking with me first, having done a U-turn, the girl who answered said that she was in France, but the warehouse was in the UK, so that was that? Don't they have internal communications? When I checked the tracking number which came with the order on their website, it only showed that the order was received, but that the shoes had not yet been packaged!
They refused to stop it shipping out and insisted that I receive, then send it back to them, to receive a refund.
So many hours of toing and froing back and forth (what a waste of time) and £155 pounds out of pocket later, I'm going to have to spend even more time sending something I didn't agree to back to them. This is not only immoral and likely illegal (consumer protection act-wise), but is horrendous customer service. I would never buy from them again and would caution anyone doing so
Hi Di,
I am so sorry to hear about the numerous problems you've had with this order. I do not know the specific reason that we could not offer you the price match (as I do not know your name or order number), as this is something we offer for identical products (same model, colour, etc). As for the warehouse, it is indeed located in the UK to ensure quick delivery--and in this case it seems they were very quick indeed! I do understand that a quick call to our warehouse could have made a difference in your case, and although that is not at all our usual procedure, I can only apologize for any shortcomings on the part of our customer service staff.
I wonder if you have now received the shoes and returned them? Your return is free of course and you will be refunded in full. I urge you to once again contact our customer service and mention this email so that they may provide you with a discount voucher, which I hope might allow you to give Spartoo another chance for a future purchase.
I apologize once again for the inconveniences you've had to deal with, and I hope we hear from you soon.
Sincerely,
April Buchanan
E-marketing Manager Spartoo UK
Rubbish service poor or rather non existent customer care. Bought Ugg inner replacement soles. Wrong size sent. Rang them and they asked for return of item together with photo of receipt and postal slip from PO. I sent email, they phoned with a completely different set of requests. No answer to my consequent mail, then they refunded. Again I said I did not want refund just send me the right size, no answer and no refund of postal costs.
Hi Susan,
I am very sorry to hear about this terrible experience with your exchange/return. I know that the UGG sheepskin inserts are in fact a partner product, which is sold by a third party on our site (not Spartoo), including their own delivery and return policy, and their own customer service. I suspect that the call you received was from the partner's customer service, and they did not meet your needs. I assure you that Spartoo UK has a very helpful, responsive customer care team when it comes to Spartoo products (items not labelled "partner product"). In order for you to give us another chance, I encourage you to contact us again (02030264358 or adriana@spartoo.co.uk) and mention this message. We would be happy to provide you with a discount voucher that may encourage you to shop on Spartoo again, especially now during the sales!
We value our customers' opinions very much, and I sincerely hope we can change your mind about shopping with us in the future. I sincerely apologise once again for this inconvenience.
Sincerely,
April Buchanan
Customer Service Manager
Absolutely awful support. Zero customer service. My order has been lost and after now a week of trying to contact (erin at spartoo.net; adriana at spartoo.net; alice at spartoo.net. I have had no response to anything, my card has been charged with no information on anything.
AVOID
Mark
Hi Mark,
I am so sorry to hear about this terrible experience you've had with your order. Unfortunately we are still working out a few bugs with our US shipments, as this is a new area for us (we are based in France). The orders do take some time to arrive, and I am confident your order is on its way. Our customer service replies to every message as soon as they can, but there is a lot of backlog for the English-speaking customers (UK and US). If you would be so kind as to email me directly (april@spartoo.com), I can have a look at your order and see what the status is.
Alternatively, you can try calling the customer service number, as long as you call during our business hours which are 9 to 5 French time--this is 6 hours ahead of Eastern time, so you'd have to call between 9 and 11am Eastern time in order to reach us by phone before we close.
I do apologize for the inconvenience caused with this order, and I sincerely hope we can resolve this issue for you and earn your confidence in our online store. I hope to hear from you very soon!
All the best,
April Buchanan
E-Marketing Manager Spartoo UK
Really frustrated with this company I bought some shoes which are too small, I'm trying to return them ATM I have phoned the company 6 times now to get a Return Code which has been advised on the delivery document lines always too busy, left two messages with phone No to phone me back -- Still no Call What does a girl have to do to speak to someone?
Hi Rose,
I'm very sorry to hear about the difficulty you are having getting through to our customer service! Would you be so kind as to contact me directly with your name and order number? Also, could you tell me if you are a customer from the UK or from the USA? I will then contact my colleagues in customer service directly to see what is causing the issue, and they will be able to contact you directly.
I do apologize for the inconvenience caused, and I hope to hear from you.
Sincerely,
April Buchanan, april@spartoo.com
E-Marketing Manager Spartoo UK
I ordered a jacket from here and when it arrived the quality was horrendous. I sent i back and 2 weeks later still had heard nothing from them, i emailed them 4 times and no one bothered to respond to me. I emailed through their site 4 times, through facebook, through PayPal and through Hotmail. I have now had to dispute my purchase through PayPal as no one has bothered to contact me.
Disgusting customer service and will NEVER use them again nor would i ever recommend them. Writing this i still have not heard from them or received a refund so my only hope now is PayPal.
Hi Lindsay, I am so sorry to hear about your horrible experience, and I apologize for all you have been through! Our Customer service is available every day from 9 to 5, via email and phone. If you have sent emails to Adriana@spartoo.co.uk, all emails are replied to within a day, and all phone calls (02033 182709) are answered as they arrive. Of course, we can only issue refunds for Spartoo items. If the jacket was a Partner product, then that Marketplace Partner is the one who would receive your return and issue your refund. I Wonder if this is not the case? You mention contacting us through Hotmail, but that is definitely not one of our modes of communication, so I am worried that you may have been contacting the wrong vendor in vain. If you would contact us right away at the email or phone number I've listed above, I can assure you there are helpful people on the other end waiting to help you. We would be happy to provide you with a discount voucher so that you may give us another try. We can also look at your order (from the vendor on our site, possibly?) to see if the return has been received. I do apologise once again for your bad experience, and I sincerely hope you will contact us as soon as possible so that we may help you resolve this matter.
Kind regards,
April Buchanan
Customer Service Manager
I received my slippers in a timely fashion, however, they are too small and I learned today that it will cost me $36 or more to return them!
If I had known that you are located in France and that you don't have free returns, I would not have ordered them.
I can't afford to keep an $83 pair of slippers that I can't wear.
Bought a pair of German slippers. Westland (Romiko) brand name. Great quality, replacing my last pair I bought about 20 years ago. Good construction, shaped sole make these very comfortable.
Unbelievably fast shipping: I live in the US (Los Angeles) and ordered those on Friday evening. DLH tracking number was issued on Monday morning, and I received the package, delivered from France, on Wednesday... not bad for free delivery!
Tip for consumers:
No issue, fast free shipping with DLH tracking: 5 days from France to USA.
Products used:
Westland slippers.
Gain trust and grow your business with customer reviews.
FREE DELIVERY on more than 101000 pairs of stylish brand name shoes, boots, flat shoes, and handbags: Emporio Armani EA7 PAP, Nike, Airstep / A. S. 98, Jeffery-West, Birkenstock, Converse, Dr Martens, Veja
Hi Shelley,
I am sorry to hear that you had trouble filling out the form and getting it to go through. From what I understand you were finally able to place your order, so I am glad for that. Please don't hesitate to contact our customer service if you have any other trouble (adriana@spartoo.co.uk). In the meantime I will forward your comment to our IT team so they can check if there is a problem with the registration form.
I do apologize for the inconvenience caused, and I hope your order will arrive quickly!
Sincerely,
April Buchanan
E-marketing manager Spartoo UK